{"id":159364,"date":"2025-05-26T13:05:00","date_gmt":"2025-05-26T13:05:00","guid":{"rendered":"https:\/\/sinch.com\/?post_type=scc-chapter&#038;p=159364"},"modified":"2025-06-24T07:20:42","modified_gmt":"2025-06-24T07:20:42","slug":"industry-insights","status":"publish","type":"scc-chapter","link":"https:\/\/sinch.com\/state-of-customer-communications\/chapter\/industry-insights\/","title":{"rendered":"What\u2019s next for digital customer communications?"},"content":{"rendered":"    <section  class=\"section section-hub-py bg-warning-subtle shadow-divider\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center justify-content-center\">\r\n                <div class=\"col-md-10 justify-content-center\">\r\n\r\n                    \r\n                    <h2 class=\"h3 mb-3 mb-lg-4\">Navigating customer communications in 2025<\/h2><div class=\"mb-6 mb-md-7 mb-lg-9\"><p class=\"mb-0\">Security, cost, and integration challenges are keeping business leaders up at night. But there\u2019s no one-size-fits-all solution. That\u2019s why we developed a clear framework to help organizations enhance communication strategies, time, and resources where it matters most.<\/p><\/div>\r\n                    \r\n                                            <div>\r\n                            \n\r\n\t                    <div class=\"iframe-responsive-container lazy-video \">\r\n                <a href=\"https:\/\/www.youtube.com\/watch?v=_Vjrgu-ybZI\" class=\"lazy-video-link\" data-lazy-video=\"_Vjrgu-ybZI\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-thumb=\"https:\/\/img.youtube.com\/vi\/_Vjrgu-ybZI\/maxresdefault.jpg\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/img.youtube.com\/vi\/_Vjrgu-ybZI\/maxresdefault.jpg\" alt=\"The state of customer communications - Industry insights\">\r\n                <\/a>\r\n            <\/div>\r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/www.youtube.com\/watch?v=_Vjrgu-ybZI#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/_Vjrgu-ybZI\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/_Vjrgu-ybZI\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=_Vjrgu-ybZI\",\n    \"name\": \"The state of customer communications - Industry insights\",\n    \"uploadDate\": \"2025-06-03T02:40:45+00:00\",\n    \"duration\": \"PT2M16S\"\n}        <\/script>\r\n\r\n\t\r\n\n\r\n                        <\/div>\r\n                    \r\n                <\/div>\r\n            <\/div>\r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section section-hub-my bg-white-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center justify-content-center\">\r\n                <div class=\"col-md-10 justify-content-center\">\r\n\r\n                    \r\n                    <h3 class=\"h4 mb-3 mb-lg-4\">What customer communication channels are businesses using now?<\/h3><div class=\"mb-6 mb-md-7 mb-lg-9\"><p>Different industries have unique customer communication needs, and that\u2019s reflected in our survey results. While email and text messaging are widely used across all four industries, other channels have varying rates of adoption.<\/p><p>For example, retail is more likely to use other messaging applications (WhatsApp, Messenger, etc.) while healthcare communications are least likely to include those channels. Healthcare is most likely to use voice communications and in-app messaging. Financial services (FinServ) organizations seem to be early adopters of the emerging RCS (Rich Communication Services) channel while retailers may be lagging in that area. As we\u2019ll explore in this report, the trust and safety factors of RCS make it ideal for certain communications in FinServ, which may be the reason for early adoption.<\/p><p>Perhaps what\u2019s most noticeable about these results is that businesses are using a wide range of channels to meet customer expectations and provide an ideal experience for as many people as possible.<\/p><\/div>\r\n                    \r\n                                            <div class=\"text-center\">\r\n                            <img decoding=\"async\" class=\"img-fluid\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/05\/SDCC-25-Chapter-1-Chart-1-1.png\" alt=\"Image for What customer communication channels are businesses using now?\">\r\n                        <\/div>\r\n                    \r\n                <\/div>\r\n            <\/div>\r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-py bg-success-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-1\">\r\n                        \n\r\n    \r\n        <div class=\"row hub-data longform-spacings\">\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-success\">\r\n                        <h5 class=\"h2 counter\">77%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">of consumers want to receive promotional messages via email marketing.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-success\">\r\n                        <h5 class=\"h2 counter\">36%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">of consumers want to receive informational messages on more than one channel.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-success\">\r\n                        <h5 class=\"h2 counter\">52%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">of consumers would trust AI-generated answers for informational customer updates.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-success\">\r\n                        <h5 class=\"h2 counter\">58%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">of consumers want to choose their preferred channel when they opt in to communications.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n            \r\n        <\/div>\r\n\r\n\n\r\n                    <\/div>\r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-2 ps-1 ps-md-6 ps-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">Consumer communication preferences vary<\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p>As you\u2019ll see throughout this report, the channel consumers choose as the \u201cbest option\u201d depends a lot on the situation, the industry, and even their age.<\/p><p>We\u2019ve highlighted a few stats from upcoming chapters to illustrate this fact. But here\u2019s the point\u2026<\/p><p>Customer communications get complicated when there are multiple channels and various opinions to address. That\u2019s the first challenge \u2013 <b>identifying the right mix for your company\u2019s communication strategy.<\/b><\/p><p class=\"mb-0\">However, it\u2019s not the only challenge businesses face as they build communication programs that engage and inform customers while keeping them safe and happy.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-my bg-white-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-2\">\r\n                        \n\r\n    \r\n    \r\n    \r\n                    <div class=\"position-relative\">\r\n                <div id=\"highcharts_block_YmxvY2tfNjYwZjJhYTYwYjU3ZjIwZTQ5N2Y4MmVkYmM4MTgxYzU\"><\/div>\r\n            <\/div>\r\n        \r\n        <script>\r\n            (function() {\r\n                \/\/ Init chart\r\n                function chartInit_block_YmxvY2tfNjYwZjJhYTYwYjU3ZjIwZTQ5N2Y4MmVkYmM4MTgxYzU() {\r\n                    const chartID = \"highcharts_block_YmxvY2tfNjYwZjJhYTYwYjU3ZjIwZTQ5N2Y4MmVkYmM4MTgxYzU\";\r\n                    const chartContainer = document.getElementById(chartID);\r\n\r\n                    if (!chartContainer) return;\r\n\r\n                    \/\/ Check if chart already existns. 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biggest challenges.<\/p><p>However, these three familiar problems weren\u2019t too far ahead of other communication challenges presented to survey participants. <\/p><p>It\u2019s clear that a significant number of organizations in healthcare, financial services, retail, and technology also struggle with everything from personalization to deliverability. This highlights the complexity of digital customer communications, the current landscape, and the many problems businesses are navigating.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-my bg-white-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                \r\n                    <div class=\"col-md-6 col-lg-7 order-2 order-md-1 text-center pb-4 pb-lg-0\">\r\n                                                    <img decoding=\"async\"  width=\"648\" height=\"535.5\" class=\"img-fluid\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/05\/SI-SDCC-Communication-Channels.png\" alt=\"Image for \">\r\n                                            <\/div>\r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-2 ps-1 ps-md-6 ps-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\"><\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><small><\/small><p><b>Let\u2019s take a closer look at the challenge of integrating customer communications from three angles:<\/b><\/p><p class=\"mb-0\"><span style=\"font-family: -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, Oxygen-Sans, Ubuntu, Cantarell, &quot;Helvetica Neue&quot;, sans-serif;\"><b>1.<\/b> Integrating communications with other systems and technology.<br><\/span><span style=\"font-family: -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, Oxygen-Sans, Ubuntu, Cantarell, &quot;Helvetica Neue&quot;, sans-serif;\"><b>2.<\/b> Connecting communication channels with each other for a more cohesive customer experience.<br><\/span><span style=\"font-family: -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, Oxygen-Sans, Ubuntu, Cantarell, &quot;Helvetica Neue&quot;, sans-serif;\"><b>3.<\/b> Integrating communications into a customer-facing application or platform.<\/span><\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-pt section-hub-mb bg-white-subtle shadow-divider\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-2\">\r\n                        \n\r\n    \r\n    \r\n    \r\n                    <div class=\"position-relative\">\r\n                <div id=\"highcharts_block_YmxvY2tfYzY5Y2I1ODdiZjkwMmEyN2E1ZTg1NjE0YjA4MDg1NmY\"><\/div>\r\n            <\/div>\r\n        \r\n        <script>\r\n            (function() {\r\n                \/\/ Init chart\r\n                function chartInit_block_YmxvY2tfYzY5Y2I1ODdiZjkwMmEyN2E1ZTg1NjE0YjA4MDg1NmY() {\r\n                    const chartID = \"highcharts_block_YmxvY2tfYzY5Y2I1ODdiZjkwMmEyN2E1ZTg1NjE0YjA4MDg1NmY\";\r\n                    const chartContainer = document.getElementById(chartID);\r\n\r\n                    if (!chartContainer) return;\r\n\r\n                    \/\/ Check if chart already existns. 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  \/\/         <\/script>\r\n\r\n\n\r\n                    <\/div>\r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-2 ps-1 ps-md-6 ps-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <p class=\"text-uppercase section-caption\">Challenge 2<\/p><h2 class=\"h2 mb-0\">Creating a connected communication experience<\/h2><div class=\"mb-0 mt-3 mt-lg-4\"><p>Meeting customers\u2019 needs and expectations through multiple communication channels makes sense. It also creates challenges.<\/p><p>You could call it \u201ccommunication sprawl.\u201d But tackling this challenge has huge benefits. When channels are connected, information and conversations can flow seamlessly from channel to channel. That\u2019s optimal for cohesive customer experiences, especially when it comes to keeping people happy with reliable support.<\/p><p class=\"mb-0\">Sinch\u2019s research found <b>59% of businesses say their communication channels are fully integrated.<\/b> 36% of respondents say communications are partially integrated, and just under 5% are either minimally integrated or not at all.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section section-hub-my\">\r\n        <div class=\"container\">\r\n            <div class=\"hub-banner px-3 py-7 p-md-9 justify-content-lg-center rounded bg-success-subtle\">\r\n\r\n                <div class=\"row align-items-center justify-content-center py-lg-3 \">\r\n\r\n                                            <div class=\"col-md-6 col-lg-7 mt-5 mt-md-0 order-2 order-md-2\">\r\n                            \n\r\n\t                    <div class=\"iframe-responsive-container lazy-video \">\r\n                <a href=\"https:\/\/www.youtube.com\/watch?v=6rybJP5cOuE\" class=\"lazy-video-link\" data-lazy-video=\"6rybJP5cOuE\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-thumb=\"https:\/\/img.youtube.com\/vi\/6rybJP5cOuE\/maxresdefault.jpg\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/img.youtube.com\/vi\/6rybJP5cOuE\/maxresdefault.jpg\" alt=\"How Dinosaurs, Legos, and SMS Bring Thousands Together\">\r\n                <\/a>\r\n            <\/div>\r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/www.youtube.com\/watch?v=6rybJP5cOuE#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/6rybJP5cOuE\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/6rybJP5cOuE\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=6rybJP5cOuE\",\n    \"name\": \"How Dinosaurs, Legos, and SMS Bring Thousands Together\",\n    \"description\": \"Meet Chad Collins, the CEO of Family Quest Entertainment, who runs two nationwide touring shows: BrickFest Live and Jurassic Quest. With 8,000 attendees per weekend and 200 shows a year, their challenge was clear: how do you reliably communicate with thousands of families? Follow their journey from early text message marketing in 2017 to their search for a more robust solution. Learn how they:\\n\\n\\ud83e\\udd96 Manage complex communication flows across multiple cities\\n\\ud83e\\udd96 Handle massive messaging volumes for nationwide events\\n\\ud83e\\udd96 Incorporate rich media like emojis, images, and videos\\n\\ud83e\\udd96 Automated their processes to focus on creative and copy\",\n    \"uploadDate\": \"2025-01-30T15:21:21+00:00\",\n    \"duration\": \"PT3M1S\"\n}        <\/script>\r\n\r\n\t\r\n\n\r\n                        <\/div>\r\n                    \r\n                    <div class=\"col-md-6 col-lg-5 order-1 order-md-1 pe-1 pe-md-6 pe-lg-7\">\r\n                                                    <p class=\"text-uppercase section-caption\">Customer Story<\/p>\r\n                        \r\n                        <h2 class=\"h4 mb-3 mb-lg-4\">Scaling up and integrating customer communications<\/h2>\r\n\r\n                        <p>Find out what live entertainment company Family Quest did when their tech stack and messaging solution was no longer meeting their needs.<\/p><p>Family Quest\u2019s CEO explains why integrating text communications with their customer relationship management (CRM) platform was a must for attracting crowds to fun events.<\/p>                        \r\n                    <\/div>\r\n                <\/div>\r\n\r\n            <\/div>\r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-my bg-white-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-1\">\r\n                        \n\r\n\t                    <div class=\"iframe-responsive-container lazy-video \">\r\n                <a href=\"https:\/\/www.youtube.com\/watch?v=ef60QjNEXxQ\" class=\"lazy-video-link\" data-lazy-video=\"ef60QjNEXxQ\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-thumb=\"https:\/\/img.youtube.com\/vi\/ef60QjNEXxQ\/maxresdefault.jpg\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/img.youtube.com\/vi\/ef60QjNEXxQ\/maxresdefault.jpg\" alt=\"How SparkToro sends its most important emails\">\r\n                <\/a>\r\n            <\/div>\r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/www.youtube.com\/watch?v=ef60QjNEXxQ#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/ef60QjNEXxQ\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/ef60QjNEXxQ\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=ef60QjNEXxQ\",\n    \"name\": \"How SparkToro sends its most important emails\",\n    \"description\": \"SparkToro, co-founded by Casey Henry and Rand Fishkin in 2018, helps businesses understand their target audiences. From day one, SparkToro has used Sinch Mailgun to send its onboarding and transactional emails.\\n\\nCasey chose Mailgun because of our developer-friendly documentation and accessible pricing. Plus, as he puts it, \\\"It just did what it was supposed to do.\\u201d\\n\\n\\ud83d\\udd17 Read the full story here: https:\/\/www.sinch.com\/insights\/customer-stories\/sparktoro\/\",\n    \"uploadDate\": \"2024-08-07T12:30:25+00:00\",\n    \"duration\": \"PT3M18S\"\n}        <\/script>\r\n\r\n\t\r\n\n\r\n                    <\/div>\r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-2 ps-1 ps-md-6 ps-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <p class=\"text-uppercase section-caption\">CUSTOMER STORY<\/p><h3 class=\"h3 mb-0\">Building communications into your application<\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p>Yet another way communications need to integrate is with customer-facing applications. Automated messages triggered by account signup, payments, and activity within the app keep users informed and engaged with your product.<\/p><p>Casey Henry is CTO at the tech startup SparkToro. 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But there can still be challenges\u2026<\/p><p>Our survey found that a slightly higher number of respondents view cost (17%) and security (18%) as the biggest issues when connecting applications and customer communications.<\/p><p>Besides those two options, however, most other challenges were chosen by between 8% and 12% of respondents. 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Visit our website for guides, resources, and success stories: https:\/\/sinch.com\/rcs\/\\n\\nAbout Sinch\\nSinch is the Customer Communications Cloud. Whether you need to verify users or craft omnichannel campaigns, Sinch makes it simple. With our suite of APIs, ready-to-use applications, and tailored solutions, you can easily reach your customers through mobile messaging, voice, and email. Trusted by over 150,000 businesses worldwide\\u2014including leading names like Google, Uber, Paypal, and Visa\\u2014Sinch stands out for its unmatched reliability, security, and global reach. With our Global Super Network and AI-enriched products, we are pioneering the way the world communicates, ensuring that every customer interaction is seamless and secure. https:\/\/www.sinch.com\/\",\n    \"uploadDate\": \"2025-03-03T21:15:34+00:00\",\n    \"duration\": \"PT2M1S\"\n}        <\/script>\r\n\r\n\t\r\n\n\r\n                    <\/div>\r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-2 ps-1 ps-md-6 ps-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <p class=\"text-uppercase section-caption\">Emerging channel<\/p><h3 class=\"h3 mb-0\">RCS for Business<\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p>Have you heard? There\u2019s a transformation underway in customer communications. RCS for Business could change the way consumers interact with businesses on smartphones.<\/p><p>RCS brings many benefits to the table, but are leaders in healthcare, financial services, retail, and technology aware of it?<\/p><p>Across all four industries, we found that <b>87% of business leaders are at least somewhat familiar with RCS.<\/b><\/p><p class=\"mb-0\">Need to get caught up? No problem. 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On average across all four industries, <b>59% say RCS will be game-changing for business messaging.<\/b> Another 32% see it as useful \u2013 even if it\u2019s not essential.<\/p><p>Business leaders in tech were the most likely to see RCS as a game changer. Those respondents are also more likely to have their fingers on the pulse of innovation.<br><br>1.\tTechnology (71%)<br>2.\tHealthcare (56%)<br>3.\tFinancial services (55%)<br>4.\tRetail (53%)<\/p><p class=\"mb-0\">The truth is all industries stand to benefit from using RCS. 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pe-1 pe-md-6 pe-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <p class=\"text-uppercase section-caption\"><\/p><h3 class=\"h3 mb-0\">Getting the most out of RCS<\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p>We asked survey participants to select up to three of the biggest benefits of using RCS in their communication strategies.<\/p><p>Topping the list, 48% believe RCS will <b>improve security.<\/b> That\u2019s partly because it is encrypted in transit, making <a href=\"https:\/\/sinch.com\/blog\/rcs-security\/\" target=\"_blank\" rel=\"noopener noreferrer\">RCS more secure<\/a> than basic SMS. 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pe-1 pe-md-6 pe-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <p class=\"text-uppercase section-caption\">Emerging opportunity<\/p><h2 class=\"h2 mb-0\">AI in customer communications<\/h2><div class=\"mb-0 mt-3 mt-lg-4\"><p>There\u2019s no denying the fact that&nbsp;<a href=\"https:\/\/sinch.com\/blog\/how-ai-will-make-us-better-humans\/\" target=\"_blank\" rel=\"noopener noreferrer\">artificial intelligence is revolutionizing<\/a> many facets of our work and lives.<\/p><p>Digital customer communications certainly stand to benefit from AI in multiple ways. That includes everything from better personalization to efficient customer service. At the same time, this technology is advancing so quickly that people do have concerns.<\/p><p>Top among them in our survey of business leaders are <b>data and security<\/b> (46%), <b>accuracy and reliability<\/b> (39%), as well as <b>customer trust and perception of AI&nbsp;<\/b>(34%).<\/p><p>Fewer respondents had ethical concerns or worries about employee displacement from implementing AI in customer communications.<\/p><p class=\"mb-0\">We\u2019ll show you more about consumers\u2019 expectations, comfort levels, and concerns around AI in upcoming chapters.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section section-hub-my bg-white-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center justify-content-center\">\r\n                <div class=\"col-md-10 justify-content-center\">\r\n\r\n                    \r\n                    \r\n                    \r\n                                            <div>\r\n                            \n    <div class=\"quote hub-quote longform-spacings d-flex flex-column rounded px-5 py-6 px-md-6 py-md-7 p-lg-7 bg-info shadow-info-lg\">\r\n\r\n        <div class=\"quote-logo mb-3\">\r\n                            <svg height=\"40\" class=\"quote-icon\" aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/custom-icons\/quotes-right.svg\"><\/svg>\r\n                    <\/div>\r\n\r\n        <blockquote class=\"quote-content m-0\" id=\"quote-block-e3c2902581731e8f6518a10855a2840b\">\r\n            &#8220;Consumers have become more and more demanding. Generative AI in communications enables companies to leverage their insights and information to instantaneously answer customers. I think compared to where we are today, in terms of customer care and customer service use cases, we\u2019re going to start to see AI handle 10 times the volume that it\u2019s already handling today.&#8221;        <\/blockquote>\r\n\r\n                    <div class=\"d-flex gap-3 mt-5\">\r\n                                    <img decoding=\"async\" width=\"64\" height=\"64\" class=\"rounded-circle quote-author\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/04\/GLT-CEO-Laurinda-Pang@2x.png\" alt=\"Photo of Laurinda Pang\">\r\n                                <div class=\"d-flex flex-column align-self-center fs-sm\">\r\n                    <cite class=\"mb-0 fw-bold text-accent fst-normal\" aria-describedby=\"quote-block-e3c2902581731e8f6518a10855a2840b\">Laurinda Pang<\/cite>\r\n                                            <span class=\"mb-0 text-body-color\">CEO, Sinch<\/span>\r\n                                    <\/div>\r\n            <\/div>\r\n            <\/div>\r\n\n\r\n                        <\/div>\r\n                    \r\n                <\/div>\r\n            <\/div>\r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-my bg-white-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                \r\n                <div class=\"col-md-9 altblo-content order-1 order-md-1 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">How are businesses using AI in customer communications?<\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p class=\"mb-0\">Plenty of organizations are already using artificial intelligence to improve their communication strategies. Here\u2019s a look at some of the potential use cases and how popular they are in healthcare, financial services, retail, and technology.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n                            <div class=\"mt-6 mt-md-7 mt-lg-9\">\r\n                    \n\r\n    \r\n        <div class=\"row cards gy-6 gy-md-7 gy-lg-9 gx-lg-5 \">\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-3\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/filter.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    Among all industries, around 44% are using <b>AI for personalization.<\/b>                                <\/div>\r\n                                                                                <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-3\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/user-stack.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    47% of all industries already use <b>AI for predictive communications<\/b> to meet customer\/patient needs.                                <\/div>\r\n                                                                                <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-3\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/robot.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    In healthcare and finance, more than 50% say they use <b>AI chatbots<\/b> to provide automated responses.                                <\/div>\r\n                                                                                <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-3\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/database-badge-check.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    In technology, 59% are using <b>AI to help them analyze customer data.<\/b>                                <\/div>\r\n                                                                                <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-3\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/pin-map.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    Around 48% in retail use <b>AI to deliver real-time updates<\/b> on shipping and delivery.                                <\/div>\r\n                                                                                <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-3\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/calendar.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    Just 32% of healthcare companies use <b>AI to help schedule appointments.<\/b>                                <\/div>\r\n                                                                                <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-3\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/shopping-cart.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    Less than 38% of retail respondents have implemented <b>AI shopping assistants.<\/b>                                <\/div>\r\n                                                                                <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-3\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/badge-cross.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    Less than 2% of survey participants said they are not using AI in communications.                                <\/div>\r\n                                               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pe-1 pe-md-6 pe-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <p class=\"text-uppercase section-caption\"><\/p><h3 class=\"h3 mb-0\">Where are businesses investing in customer communications?<\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p>We asked business leaders to identify the emerging communication channels they expect to take advantage of in the next 12 months.<\/p><p>Nearly <b>63% plan to adopt AI voice bots in 2025<\/b>, making it the most popular emerging channel. Around 48% also plan to invest in or adopt video chat capabilities.<\/p><p>60% of financial services respondents say they\u2019ll invest in AI chatbots, which is higher than the average of 46%.<\/p><p>Only 29% of retailers said they\u2019d invest in other messaging apps like WhatsApp and Messenger. That\u2019s lower than the 42% average across industries we surveyed. But as noted at the start of this chapter, retail is the industry most likely to already use these other messaging apps.<\/p><p class=\"mb-0\">Only 4% of all business leaders surveyed said they weren\u2019t planning to invest in any of these opportunities in the next year. These results show that the world of digital customer communications is constantly evolving, prompting innovative companies to explore new opportunities and stay agile.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section section-hub-my bg-white-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center justify-content-center\">\r\n                <div class=\"col-md-10 justify-content-center\">\r\n\r\n                    \r\n                    <h3 class=\"h4 mb-3 mb-lg-4\">Strategic plans for digital communications in 2025<\/h3><div class=\"mb-6 mb-md-7 mb-lg-9\"><p>In the next year, <b>46% of all business leaders we surveyed plan to focus on improving the way communications integrate with their tech stacks.<\/b> That\u2019s despite more than half saying they\u2019re already fully integrated. 43% will prioritize adopting emerging technologies in 2025. Here are some additional insights:<\/p><p>\u2022 Personalization efforts and optimization of existing communication channels were both chosen around 40% of the time.<br><span style=\"font-family: -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, Oxygen-Sans, Ubuntu, Cantarell, &quot;Helvetica Neue&quot;, sans-serif;\">\u2022 More than 35% of respondents plan to implement more AI and automation into their communications.<br><\/span><span style=\"font-family: -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, Oxygen-Sans, Ubuntu, Cantarell, &quot;Helvetica Neue&quot;, sans-serif;\">\u2022 A combined 22% say they\u2019ll either maintain or reduce their investments in communications.<br><\/span><span style=\"font-family: -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, Oxygen-Sans, Ubuntu, Cantarell, &quot;Helvetica Neue&quot;, sans-serif;\">\u2022 Healthcare respondents (25%) were the most likely to indicate they\u2019d reduce investments. The same percentage of healthcare companies plan to maintain investments. Less than 3% of all other industries said the same.<\/span><\/p><p class=\"mb-0\">These results suggest most companies will be looking for ways to enhance and improve their communications in 2025. And why not? 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<\/div>\r\n\r\n                            <div class=\"mt-6 mt-md-7 mt-lg-9\">\r\n                    \n\r\n    \r\n        <div class=\"row cards gy-6 gy-md-7 gy-lg-9 gx-lg-5 \">\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-4\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/plugs.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                Integrate communications                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    Sinch provides the tools needed to integrate customer communication channels into any application.<br><br \/>\r\nThat includes APIs for email, voice, verifications, SMS\/MMS and advanced messaging channels.<br><br \/>\r\nIn addition to Sinch\u2019s responsive, expert support, our APIs and SDKs come with clear documentation, making it easy to build and scale your own solutions.                                <\/div>\r\n                                                                                <\/div>\r\n                                                    <div class=\"text-start\">\r\n                                                                    <a href=\"https:\/\/sinch.com\/apis\/\" class=\"btn-arrow fs-sm \" title=\"Integrate communications\" target=\"_blank\">\r\n                                        Get started                                    <\/a>\r\n                                                            <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-4\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/ai.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                Explore AI possibilities                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    How can artificial intelligence enhance your communication strategy?<br><br \/>\r\nSinch is leading the way with smarter, safer AI solutions.<br><br \/>\r\nThat includes tools to help you get the job done faster, fight fraud, and build cutting-edge AI voice bots and chatbots.                                <\/div>\r\n                                                                                <\/div>\r\n                                                    <div class=\"text-start\">\r\n                                                                    <a href=\"https:\/\/sinch.com\/sinch-ai\/\" class=\"btn-arrow fs-sm \" title=\"Explore AI possibilities\" target=\"_blank\">\r\n                                        Get started                                    <\/a>\r\n                                                            <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-4\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/chat-stack-audio-video.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                Send richer experiences                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    Be an early adopter of RCS \u2013 the next big thing in customer communications.<br><br \/>\r\nBring your messaging campaigns to life while increasing trust and boosting brand awareness.<br><br \/>\r\nDiscover the future when you harness the power of RCS and deliver app-like experiences in the native mobile inbox.                                <\/div>\r\n                                                                                <\/div>\r\n                                                    <div class=\"text-start\">\r\n                                                                    <a href=\"https:\/\/sinch.com\/apis\/messaging\/rcs\/\" class=\"btn-arrow fs-sm \" title=\"Send richer experiences\" target=\"_blank\">\r\n                                        Get started                                    <\/a>\r\n                                                            <\/div>\r\n                                            <\/div>\r\n                           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